A few years ago, I wrote a blog about the show “Bar Rescue”. The point was that what really needed to be changed was their culture. The host – Jon Taffer – could do cool physical makeovers, but the real problem was always much deeper.
A good culture is based on respect. And a culture of respect has to be fought for. And those battles have to be won. If the leaders allow the customers to disrespect the staff, and if the staff is allowed to disrespect each other … a culture of respect cannot thrive. The customers will not be treated with genuine respect … we can all feel the difference.
I’ve taken over a golf internet site. The former administrator gave me the reins because I don’t have an agenda and don’t want to monetize it – I just want a forum to discuss golf. But, people don’t seem to know how to argue without it becoming personal. Yesterday, Harvey Mackay had a great blog about having healthy arguments. He talked about how much he’s learned from being a part of employee arguments. I agree. However, they have to be respectful.
Sometimes we blow it. Especially if we’re passionate about what we’re arguing about. Well, then we need to apologize. Over the years, I’ve noticed a certain type of person who cannot say “I’m sorry” or “thank you”. It goes hand-in-hand. They are “entitled”. How could they ever say “sorry”? … they always had the right to do whatever they wanted. Or say “thanks”? … they always deserved it.
Those are the people who are poison to a healthy culture.
If we really want to get along with other people, we need to be respectful and not “entitled”.
GM/Head PGA Professional